BK TecHouseLtd. is a Digital, Lean-Agile Technology Company dedicated to delighting our customers, employees and shareholders by providing high quality Innovative Technology products and services that empowerour customers to strive in a fast-changing market. We provide equal employment opportunity for all, promote Servant Leadership andbehave with integrity and transparency. A career with BK TecHouseoffers greater opportunity, greater challenge and greater satisfaction.
Background information
Job Title: Director of Operations & Business Development
Institution: BK TecHouse Ltd.
Department/ Section/Unit: Technology Delivery
Location: Kigali-Rwanda
Reports to: Chief Technology Officer
Direct Reports: Marketing & Sales Team, IT Support & Systems Integration, Data Engineering & Analytics, Customer Support & Clientele Services
Purpose of the Job
The position of Operations and Business Development Director consists of developing strategic direction, roadmap, planning, and execution of all activities associated with IT Operation and Business Development. She/He will be the mind and vision behind IT systems support & integration, data engineering & analytics. She/he is also in charge of Business Development activities including Market & Sales of BKTechouse products and managing customer support & clientele services.
Main Responsibilities
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- The Director of Operations & Business Development will be in charge of:
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- Business Development
- Coordinates the development of the company Strategic Business Plans;
- Develops and execute the company annual Business Plans;
- Develops in-depth knowledge of company offerings to identify profitable business opportunities;
- Researches emerging trends and recommends company new offerings to satisfy customers’ needs and create new market niches;
- Develops and manages strategic partnership with clients and key stakeholders to grow business;
- Manages and motivate the Marketing and Sales team to deliver sales targets and achieve performance goals
- Generates new customer leads through successful sales calls and professional networking
- Plans and executes on marketing & sales events
- Manages marketing and sales budget;
- Provides sales and marketing reports to the executive management team and advice on the current state of the industry and marketing recommendations
IT Support & Systems Integration
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- Lead the Technology Operations team to support internal applications, SaaS applications, data center/cloud infrastructure, and network in 24/7 environment;
- Oversees Configuration, Release and Change Management of all IT applications;
- Setting Standard Operating Procedures (SoP) including Change request management, Resiliency and Disaster Recovery;
- Facilitates the transition to operations of new internally developed applications or vendor partner solutions to support the business;
- Collaborate closely with the Software Development Director in architecting, designing, and implementing systems that are secure, scalable, maintainable, and reliable;
- Identifies security vulnerabilities, systems upgrades, and opportunities for improvement to ensure integrity and protection of business and customer information;
- Cultivate and manage partner relationships and engagement SLAs for service providers, vendors, and government entities
- Ensures compliancy of internal, partners, and government regulation and policies
Data Engineering & Analytics
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- Evaluates the current data ecosystem (Oracle, MySQL, Mongo etc.) and design new modern data architecture using best-in-class tools and technologies (Hadoop,
Snowflake, Spark etc.);
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- Becomes Subject matter expert for Artificial Intelligence & Machine Learning and develop a strategy for future state on Big Data and Advanced Analytics;
- Leads and manage a team of Data Engineers to build the new data analytics product suite;
- Builds and maintain ETL pipelines across internal and external (3rd parties) data warehouses
- Builds and leverage BI tools to provide high-quality data sets and analytics reporting to drive company goals and strategy;
- Ensures data sharing compliance with local and international laws (e.g. data protection).
Customer Support & Clientele Services
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- Responsible for the management, oversight, and prioritization of the IT Help Desk;
- Become products expert and lead process improvements and workflow optimization;
- Handles escalated customer inquiries and drive issue resolution;
- Solicits customers feedback, triage, and implement measures to address key areas;
- Drives customer satisfaction and maintain service KPIs.
Internal Policies
- Develops, manage and enforce functional policies, procedures and quality assurances best practices;
- Participates in IT financial planning with CTO and IT leadership;
- Prepares, manages and monitors budget.
Key Performance Areas
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- Business Performance, Marketing & Sales
- Ensure Business Growth
- E Increase product portfolio awareness
- EIncrease Customer Retention/Reduce churn
- E Cost-effective lead generation
- E Increase Marketing Return on Investment (ROI)
- E Improve Sales Revenue
- E Ensure Compliance to service delivery policy and procedure
IT Support & Systems Integration
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- Improve System High Availability/Uptime
- Meet compliance SLA targets
- Reduce Mean Time to Detection (MTTD)
- Reduce Mean Time to Resolution (MTTR)
- Prevent Major Security Vulnerabilities
Data Engineering and Analytics
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- Align Operations Metrics with the business strategy
- Provide real-time Customer 360 views – sales, market segments, trends, etc.
- Improve Big Data Capabilities
- Implement Machine Learning and Predictive Analytics models
Customer Support & Clientele Services
- Develop and implement of the Support Matrix
- Reduce Number of support tickets, root cause analysis, prevention
- Improve Customer Satisfaction
- Improve Net Promoter Scope (NPS)
- Increase First Response Time & Contact resolution rate
- Boost Call/Request/Ticket quality
Working Relationship
- Internal: Director of Software Development
- External: Internal Control and & Compliance Team
Profession knowledge
- Good with numbers and financial planning
- Good understanding of the IT Business Industry
- Outstanding communication and negotiation skills
- Knowledge of data analytics and reporting
- Knowledge of data protection operations and legislation (e.g. GDPR)
- Experience with systems architecture, implementation, and platform integrations
- Experience with relational and NoSQL Databases operations
- Experience with Big Data, AI and ML knowledge preferred
- Experience with at least one programming language (i.e. Python, R, Java, or C++)
- Experience developing new products go-to-market strategies and launch plans
- Experience developing formal partnerships, contract negotiations, and co-marketing agreements
- Understanding of how application development and business organizations use IT Infrastructure
- Background in SaaS/Software industry is preferred
- Analytical problem solving, troubleshooting, and issues triage skills
- Understanding of ITIL and service management / operations required
- Operational reporting experiences relative to OLAs and/or SLAs desired
- Prior vendor management experiences of value
- Ability to delivery marketing plans that ties to increased business revenue
Experience
- 3 – 5+ years of building and managing teams and passion for mentoring and developing people
- 3 – 5+ years of experience in IT Operations Management
- 3+ years of experience in Technology Products Marketing & Sales
- 3+ years in managing Help Desk Operations
- 2+ years of Data Engineering and Analytics
Education & Professional certifications
- Bachelor or Master’s Degree in Computer Science or Software Engineering
- MBA will be of added value;
How to apply
Submit your CV to bktechouse@bk.rw by 17 May 2021
